Grievance Coordinator

Position Overview

Baystate Health is seeking a Grievance Coordinator to join our Quality & Patient Safety team. Reporting to the Manager of Patient Relations this role serves as a key liaison between patients families and the organization in the intake investigation and resolution of complaints and grievances.

The Grievance Coordinator uses strong emotional intelligence communication and conflict-resolution skills to navigate sensitive concerns advocate for patients and partner with clinical and administrative teams to achieve timely objective and appropriate resolutions. This role also helps identify opportunities to improve the patient experience and supports compliance with regulatory and accreditation requirements.

Key Responsibilities

• Receive triage investigate and coordinate the resolution of patient and family complaints and grievances.
• Serve as a patient advocate while maintaining objectivity confidentiality and compliance with regulatory requirements.
• Use active listening empathy and de-escalation skills to navigate challenging or sensitive situations.
• Collaborate with clinical teams leaders and interdisciplinary partners to investigate concerns and identify appropriate resolutions and service recovery opportunities.
• Prepare clear professional and timely written responses and maintain accurate documentation.
• Escalate complex or high-risk concerns to appropriate leadership.
• Coordinate family meetings and other forums related to patient concerns.
• Identify trends and provide recommendations that support improvements in patient experience and service delivery.
• Provide guidance and education to staff related to customer service and empathetic patient interactions.

Schedule: MondayFriday 8:00 AM4:30 PM

Required Qualifications

• Minimum of three years of experience in customer service healthcare patient relations regulatory or a related setting.
• Strong communication active listening interpersonal and conflict-resolution skills.
• Excellent judgment organization and attention to detail.
• Ability to manage sensitive situations with professionalism empathy and discretion.
• Strong written communication skills and ability to manage multiple priorities independently.

Preferred Qualifications

• Bachelors degree preferably a Bachelor of Science.

Why This Role Matters

This is an opportunity to make a meaningful impact on the patient experience by ensuring patients and families feel heard respected and supported while helping Baystate Health turn concerns into opportunities for service recovery and improvement.

Education:

Certifications:

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidates relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum - Midpoint - Maximum

Equal Employment Opportunity Employer